Fraud & Claims Call Monitoring Analyst

The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational adherence during customer interactions. This role applies established procedures, identifies issues, and contributes to continuous improvement. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures  to ensure that feedback can be given on any errors that are identified. 

Primary responsibilities include

• Perform Call Monitoring Reviews independently with minimal oversight, ensuring timeliness and accuracy
• Adhere strictly to established procedures and correctly apply control requirements
• Accurately document exceptions with clear articulation of findings, including “what” and “why”
• Ensure outputs are well-documented and understandable to business partners and leadership
• Leverage basic tools (e.g., Excel, templates, QC systems) to complete work effectively
• Locate, interpret, and apply procedures accurately in all reviews

• Understand how QC results impact the broader business and partner effectively across teams
• Promote process improvements by identifying issues and helping prevent recurrence
• Adapt to evolving tools, systems, and technologies (including AI-driven enhancements)

• Identify non-routine issues or discrepancies during reviews
• Escalate issues appropriately and in a timely manner
• Own and track findings through resolution, ensuring closure of assigned work

• Act as a go-to resource for newer team members and support onboarding/training efforts
• Provide guidance and knowledge sharing without simply handing off work
• Model professionalism, accountability, and collaboration

• Operate with urgency, reliability, and attention to detail
• Proactively seek feedback and continuously improve performance
• Contribute to team success through consistent, high-quality output

• Communicate findings clearly and professionally, both written and verbal
• Maintain strong working relationships across call monitoring, business lines, and leadership
• Demonstrate responsiveness and effective collaboration

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 2+ years experience in Fraud Operations and/or servicing at a financial institution 
  • Highly organized and strong attention to detail
  • Exceptional written and verbal communication skills
  • Strong analytical skills
  • Effective listening skills
  • Ability to plan and prioritize workload
  • Ability to multi-task and function efficiently in high volume and fast paced environment
  • Proficient in MS Office Suite
  • Positive and customer focused mindset
  • Adaptable to change
• Preferred Qualifications
  • 1+ year Call Quality Monitoring experience

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday 8:00am-4:30pm, Hybrid (In office 4 days) In either Johnston RI, or Pittsburgh PA

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.